OVERALL PURPOSE OF JOB
The role holder shall:
- Provide leadership and vision for the PV domain
- Take overall operational responsibility for the assigned deals.
- Report into the Service Delivery Lead on operational issues.
- Responsible for the championing of process enhancements to deal teams, and to senior management, functional and business leaders.
- Responsible for compliance and quality.
- Identifies business development opportunities and communicates them to the Client Account Lead and DCN BPO senior management.
Responsibilities/Authorities:
Scope:
- Operational responsibility for the delivery of assigned deal, ensuring provision of service and quality to meet Service Level Agreements agreed with clients
- Manages Service Improvement Programmes within the Delivery operation.
- Responsible for all assigned deal Operations staff and for maintaining headcount to the agreed plan.
- Recognized as having expert knowledge and vision in Client Delivery Operation
Role Accountability:
- Is accountable for assigned deals’ service delivery
- Has Operational responsibility for deals, ensuring provision of service and quality to meet Service Level Agreements agreed with clients
- Is responsible for monitoring service performance and taking action to identify root causes of issues and putting in place remedial actions.
- Is accountable for running continuous improvement programmers and searching for service improvement opportunities
Operational:
- Ensure timely adherence to all compliance issues
- Ensure adherence to client’s policies and procedures
- Manage programmer to grow skills and experience within the Centre.
People Management:
- Responsible for staff assigned to the deal (working with the HR and Career Managers) including training, succession planning, morale, communication and resolution of any personnel issues.
- Responsible for timely completion of the performance management process in a fair and consistent manner.
- Responsible for ensuring the career development for direct reports.
- Communicate strategies / initiatives across the team.
- Review and develop the organizational structure in sync with business requirements.
Requirements:
- Life Sciences Degree Preferable
- 9 – 15 years overall experience in pharmaceutical industry (clinical research, Pharmacovigilance, or medical affairs) and ITES Industry is preferred.
- Detail-oriented nature with strong organizational abilities.
- Knowledge of Medical Safety Standards is required
- Detail-oriented nature with strong organizational abilities.
- Good knowledge of Volume 9A is mandatory.
- Detailed knowledge of regulatory requirements for FDA is preferred.
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